Poor Service and Redundant Policies
<p>Good Day</p> <p> </p> <p><br />Having recently fallen behind on my cellphone account with Telkom Mobile, I called the call center and made a payment arrangement in order to avoid my line being suspended as I have a business to run and will lose money if unable to keep contact with my clients. Despite having called the call center on Nov. 14, 2016 (Case No. ********** 8) to make an arrangement that R2000 be debited from my account on Nov 25 and the remaining outstanding balance the following month, a deduction of R2000 was made from my account on Nov. 15, 2016 with another of R1307. 99 on November 18, 2016.</p> <p> </p> <p><br />Having been greatly unprepared for this double deduction I decided to leave the matter at that as it now meant that my account was up to date with Telkom. To my horror, yesterday (Nov. 22, 2016) my line was suspended. To compoound on the matter the fact that with Telkom Mobile, if your line gets suspended you are unable to even call their call center from your suspended line, i stupid policy I might add. </p> <p>While on the line with the call center agent, she informs me that my case logged on the 14th is yet to be looked into and that the double payment collected from my account has not yet reflected on their side. When asked to speak to her Team Leader she put me through to Thulani Phokwa. A gentlemen who failed to explain to me adequately why I had to wait an additional 14 working days (calculated at 8 hours a day, which for heavens sake I do not understand their turn around times) in order for them "locate" my payments and allocate it to my account. </p> <p> </p> <p><br />I subsequently asked to speak to someone higher up and after waiting on for nearly 30 mins was patched through to Kabelo Mbikse who went on to explain to me that my account was passed on to their collections department who has the right to double deduct my account with any amount the see fit. Furthermore as per his explanation, I was in breach of contract by not paying my monthly account and therefore they (Telkom) can change the contract terms as they see fit. </p> <p> </p> <p><br />While all this explanations are being dished out;</p> <p> - I simply wish to inquire why as a customer, I have to be subjected to idiotic internal systems that does very little to assist me as a client.</p> <p> - Why I need to wait 14 days to have my line reactivated despite an amount of R3307. 99 being collected from my account in one month.</p> <p> - Why despite having made arrangements to avoid my line being suspended it still got suspended.</p> <p> - Why do I need to incurred additional charges to rectify the problem all because I am unable to even call the call center from my suspended line. </p> <p> </p> <p><br />I look forward to hear back from you within the next few years as I am certain your turnaround time for responding to complaints are approximately three months. </p> <p> </p> <p><br />regards, </p> <p> </p> <p><br />Elgee Davies</p>